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Corner Bakery Functional OverviewFUNCTIONAL OVERVIEWJob FunctionFunctional Overview – Corner BakeryImplementation and Continuation of the Standard Operating ModelFunctional Overview – DealerFunctional Overview – ManagerFunctional Overview – SupervisorFunctional Overview – BakerFunctional Overview – Counter SalesFunctional Overview – AdministratorPage2-34-567891011DISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20141
Corner Bakery Functional OverviewFunctional Overview – Corner BakeryFunctional Overview:The Engen Petroleum Group strives to keep their customers number one. Thiscustomer service philosophy, had lead Engen to offer a wide range of conveniencestores and products, to make their customers stop easy. As part of Engen’s strategyto deliver value added services to their customers. The group introduced their firstEngen bakery 2001 at the False Bay 1 Stop, since then the franchise has expandedrapidly to over 350 Corner Bakery’s.Functional Areas: Corner Bakery IntroductionCorner Bakery StrategyCore ManagementRecipesHealth Safety HygieneGrowth ManagementCurrently the Engen Convenience Bakeries are branded as “Corner Bakery”. The sizeand product offering of each bakery is determined by: Considering target market segmentsAgreeing products for segmentsIdentifying equipment requiredIdentifying space availablePreparing layout and costingEach format of the Corner Bakery sells a different combination of the Core ProductRange including: Functional Roles: DealerManagerSupervisorBakerCounter SalesAdministratorSandwiches, Pies, Doughnuts, Muffins, Coffee / Tea / Hot Chocolate.Functional Objectives:To build a successful Corner Bakery franchise that benefits all its stakeholdersincluding Engen, Retsol and the Dealer.To increase the overall profitability of the Engen service station (having a CornerBakery offering) through the generation of incremental sales in both Fuel and QuickShop products.To sustain the competitive advantage of the Corner Bakery model through ongoingresearch into product and service opportunities further able to enhance the basket onoffer.DISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20142
Corner Bakery Functional OverviewCompany Structure:The Corner Bakery franchise is owned and managed byRetsol, a leading franchise management company,previously owning other successful franchises such asMilky Lane, Juicy Lucy and Chicken King.As the Franchisor, Retsol will specify the one standardway of setting up and running a Corner Bakery, in order tomaintain consistency against all Corner Bakery Stores.Regional Business Managers (RBMs) will audit andmonitor each Bakery for compliance and assist Bakeriesmaintain the required standards.Functional Requirements /AssumptionsStandard Operating Model (SOM) Assumptions: The Standard Operating Model (SOM) is a comprehensive foundation ofknowledge that creates a standard way of completing routine tasks, usingBusiness Process Management (BPM) techniques. This SOM has been created specifically for Corner Bakery to formallycommunicate process, roles, responsibilities and performance managementmetrics to all stakeholders. This SOM communicates one standard way of completing tasks across allBakeries outlining minimum process control requirements. Each Dealer / Manager has agreed to monitor performance and report theMetrics as set out in the Standard Operating Model. The Dealer / Manager’s file contains all the information for every role in theBakery, and will manage and coach all team members in respect of the SOM.Tools, Systems and Support:The following are tools and support mechanisms that enable successful performanceof the Standard Operating Model. SOM Contents:Functional OverviewBusiness OverviewOrganogramsJob cumentsSupplementsTools and TechnicalRequirements: Branch Training Module TrainingBranchStandard Operating ModelDISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20143
Corner Bakery Functional OverviewImplementation and Continuation of the Standard Operating Model:Prior to reading this manual, it is important that each Franchisee understands the responsibility and the processto implement and run the bakery on a day to day basis. Prior to getting into the detail of the processes there area number of concepts that you will need to understand to set up the Corner Bakery Standard Operating Modeland then ensure that it works accordingly on a daily basis.Implementation:The first of these concepts is the ‘Smart Plan.’ The Smart plan is a template that you will see under your‘templates’ folder. The Smart plan is designed to show you how to implement the standard operating model.Each element of the Smart plan is outlined as Specific (Exactly what you need to implement), Measureable (Itis tangible enough to measure whether you have or have not achieved it), Achievable (It must not set thebusiness up for failure but at the same time must be a sufficient enough challenge to improve the business),Relevant (It must be implemented into the business in a relevant format so that it fits the need of your business)and finally Time-bounded (When are you going to implement each element by?)The ‘Smart’ template considers the flow and the order of each element to be implemented. You will need to seta date and perhaps amend durations of each element to ensure that the Standard Operating Model is fullyimplemented within 3 months of training. You will also have to consider the complexity of your business andwhich elements of Food Safety apply to your outlet. Once you have done this you will have a plan and a dateby when the Standard Operating Model will be implemented. Below is a visual example of the Smart Plan butyou will find a working copy under ‘Templates’.DISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20144
Corner Bakery Functional OverviewContinuation:The second of the concepts referred to is the ‘Game Plan.’ The Game plan is a template that you will see underyour ‘templates’ folder. The Game plan is designed to show you how to run the standard operating model on adaily and a weekly basis. Each element of the Game plan is carefully appointed a time to occur so that it fits inwith the customers that frequent your bakery.At a high level, the ‘Game Plan’ is an hour by hour, day by day representation of which inputs and processesneed to be managed in the bakery. The Game Plan is designed to be used by the supervisor (ideally) but can beimplemented by anyone in the bakery if this is carefully managed. This Game Plan is designed to be hung on aclipboard (which will be issued at Management Training) and ticked off by the supervisor as each element onthe Game Plan is successfully completed. The manager (or owner) of the site should check that the Game Planis being used by checking that each element is being ticked off as each day progresses. If there are no ticks onthe Game Plan it is to be assumed that the bakery is not being managed according to the Game Plan.The Game Plan’s horizontal axis represents time and the vertical axis represents the tasks and the days of theweek that certain tasks are to be completed. Below is a visual example of the Game Plan but you will find aclear and working copy under ‘Templates’.It is important to note that both the Smart Plan and the Game Plan only assist with ‘what’ needs to be done and‘when’. Attending management training will assist with the ‘how’ and draw all 3 of these elements together.DISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20145
Corner Bakery Functional OverviewFunctional Overview – DealerFunctional Overview:The Dealer assumes the primary responsibility and risk for each Corner Bakery. TheDealer is responsible for ensuring that their Bakery achieves a Gross Profit (GP) ofabove 55% each month.Functional Responsibilities: 50% GP Reviewing staff attendance Liaising with RBM to agree production quantities Reviewing past sales data to formulate a production plan. Capturing stock take data onto Branch, reviewing stock take data to identifyand investigate variances Approve quantity of stock to be ordered Review stock reports to identify and investigate variances Determine new pricing & capture onto Branch Determine new products / promotions & capture onto Branch Investigate & rectify all customer complaints Set sales targets for bakery staff to obtain 50% GP Determine when staff are scheduled to work for the coming month Ensure all employees & suppliers are paid correctly Ensure all employees attendance & leave is reconciled & correctly accounted Hire new employees for the Bakery Ensuring new employees are properly inducted. Ensuring all employees are properly trained. Ensuring correct disciplinary procedures are followed for any employeestransgressionsResponsibilities:SOM Processes: Shift Start Process Shift End Process First Plan Process History Plus Process Stock Take Process Stock Ordering Process Stock Storing Process Balance Production Process Pricing Process Promotions Process Product Range Process Complaints Process Sales Target Process Attendance Schedule Process Month End Process Attendance Process Leave Process Hiring Process Induction Process Training Process Discipline ProcessDISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20146
Corner Bakery Functional OverviewFunctional Overview – ManagerFunctional Overview:The Manager reports directly to the Dealer and assumes responsibility for the dailyrunning of the Bakery. At many Engen dealerships, the Manager may overseeoperations at all facets of that particular dealership, such as the forecourt,convenience store, Wimpy and Corner Bakery. In the absence of the Dealer theManger has the final say on any decisions.Functional Responsibilities: Reviewing staff attendance Liaising with RBM to obtain First Plan production quantities Reviewing past sales data to formulate a production plan. Capturing stock take data onto Branch, reviewing stock take data to identifyand investigate variances Approve quantity of stock to be ordered Review stock reports to identify and investigate variances Determine new pricing & capture onto Branch Determine new products / promotions & capture onto Branch Investigate & rectify all customer complaints Set sales targets for bakery staff to obtain 50% GP Determine when staff are scheduled to work for the coming month Ensure all employees & suppliers are paid correctly Ensure all employees attendance & leave is reconciled & correctly accounted Hire new employees for the Bakery Ensuring new employees are properly inducted. Ensuring all employees are properly trained. Ensuring correct disciplinary procedures are followed for any employeestransgressionsResponsibilities:SOM Processes: Shift Start Process Shift End Process First Plan Process History Plus Process Stock Take Process Stock Ordering Process Stock Storing Process Balance Production Process Pricing Process Promotions Process Product Range Process Complaints Process Sales Target Process Attendance Schedule Process Month End Process Attendance Process Leave Process Hiring Process Induction Process Training Process Discipline ProcessDISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20147
Corner Bakery Functional OverviewFunctional Overview – SupervisorFunctional Overview:The Supervisor reports directly to the Dealer / Manager. The Supervisor oversees allthe daily operations of the Bakery. The Supervisor is responsible for tracking andaccounting for all stock movements.Functional Responsibilities: Taking attendance at each shift and ensuring staff have correct uniforms. Maintaining a clean Storage Area at all times Ensuring excellent personal hygiene at all times Ensuring that a new Day Control Sheet is available each shift. Making the bake quantity for each day available Ensuring Stock Take is completed weekly & employees counts are checked Determining the quantity of stock to be ordered & creating a requisition Checking Delivered Stock and Delivery Note against Purchase Order Ensuring delivered stock is acceptable quality Storing delivered stock in locked storage areas Investigate any stock discrepancies with the Branch variance report Issue exact quantity of ingredients to make planned bake quantity Record wastage and disposed of expired products Review production against issued stock to mitigate shrinkage / wastage Reconcile Stock movements per shift and capture production quantities Ensuring the correct pricing is placed on every product. Ensuring the products are correctly packaged. Handling Customer complaints Ensuring employees leave is correctly accounted for Ensuring new employees are properly inducted.Responsibilities:SOM Processes: Shift Start Process Shift End Process Day Parts Process Stock Take Process Stock Ordering Process Stock Receiving Process Stock Quality Control Process Stock Storing Process GRV Process Stock Issue Process Record Wastage Process Declare Production Process Balance Production Process Pricing Process Product Packaging Process Merchandising Process Promotions Process Product Range Process Complaints Process Cleaning Process Washing Hands Process Attendance Process Leave Process Induction ProcessDISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20148
Corner Bakery Functional OverviewFunctional Overview – BakerFunctional Overview:The Baker reports directly to the Dealer / Manager. The Baker plays an important roleas the “Engine” of the Corner Bakery. Bakers work according to a tight productionschedule that sets quotas for how many of a particular item they must produce eachday. The Baker is responsible for making a wide range of Sandwiches, Pies,Confectionary, Cakes, Biscuits, Doughnuts, Muffins, Chicken, Bread, Rolls and Pizza.Depending on the individual bakery these products are either made from scratch,partially prepared or bought in. The Baker is responsible for maintaining the correctquality of all Corner Bakery products.Functional Responsibilities: Maintaining a clean Kitchen Area at all times Ensuring excellent personal hygiene at all times Following the Day Control Sheet to ensure the quantity of each product ismade available. Manufacturing each product to the Corner Bakery Specification Declaring production after each bake (where necessary) Recording wastage of expired food removed from Display Units Counting the quantity of stock available in each display unit daily (Stock takes Ensuring the correct pricing is placed on every product. Ensuring the products are correctly packaged.Responsibilities:SOM Processes: Shift Start Process Shift End Process Day Parts Plan Process Stock Take Process Record Wastage Process Food Preparation Process Pricing Process Product Packaging Process Merchandising Process Promotions Process Product Range Process Cleaning Process Washing Hands ProcessDISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 20149
Corner Bakery Functional OverviewFunctional Overview – Counter SalesFunctional Overview:The Counter Sales reports directly to the Dealer / Manager. The Counter Sales playsan important role as the “face” of the Corner Bakery. Counter Sales interacts directlywith customers and as such assumes the responsibility of maintaining the correctCorner Bakery image and reputation. In addition to providing excellent customerservice, the Counter Sales role is also responsible for Merchandising and ensuringdisplay units are kept clean and stocked.Functional Responsibilities: Maintaining a clean Counter Area at all times Ensuring excellent personal hygiene at all times Merchandising Display Units, ensuring they are well stocked, clean andexpired goods are removed. Recording wastage of expired food removed from Display Units Counting the quantity of stock available in each display unit daily (StockTakes). Ensuring the correct pricing is placed on every product. Ensuring the products are correct packaged. Handling Customer complaints Make sure the customers are taken care of at all times. Surprise and delight the customers with consistent, delightful service. Up Selling to customers to increase sales for the Bakery and obtain salestargetsResponsibilities:SOM Processes: Shift Start Process Shift End Process Stock Take Process Record Wastage Process Food Preparation Process Pricing Process Product Packaging Process Merchandising Process Promotions Process Product Range Process Complaints Process Up Selling Process Sales Target Process Cleaning Process Washing Hands ProcessDISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 201410
Corner Bakery Functional OverviewFunctional Overview – AdministratorFunctional Overview:The Administrator reports directly to the Dealer / Manager. The Administrator isresponsible for overseeing all stock documentation, capturing information onto Branchand ensuring all pricing / stock changes are updated on Branch and scale / labelprinters.Functional Responsibilities: Raising Purchase Orders (PO) & placing orders with Suppliers Following up on Orders with suppliers Reconciling delivery documentation if PO’s do not match Delivery Notes Capturing Goods Received Vouchers (GRV) in Branch Reconciling Purchase Orders to Delivery Notes and Invoices Ensuring Suppliers are paid for reconciled deliveries. Capturing daily production on Branch and checking for variance (whereappropriate) Updating pricing information on Branch and Scale / Label Printer Updating promotional information on Branch and Scale / Label Printer Updating product range information on Branch and Scale / Label Printer Closing books at month end Reconciling employee salaries for the monthResponsibilities:SOM Processes: Stock Ordering Process Stock Receiving Process Stock Storing Process GRV Process Stock Payment Process Balance Production Process Pricing Process Promotions Process Product Range Process Month End ProcessDISCLAIMER: Retsol Stores (Pty) Ltd, its affiliates and subsidiaries, make no representations nor gives any warranties, regarding the suitability, accuracy or fitness for any purpose of any goods, material, advice, information or service supplied by any of them, or anyof their agents, employees or representatives, along with this report or as a consequence thereof. None of them will be bound by any representations, promises, warranties or the like which has not been recorded in writing and signed for by a director of Retsol Stores(Pty) Ltd, or it’s appropriate affiliate or subsidiary.12 May 201411
Engen bakery 2001 at the False Bay 1 Stop, since then the franchise has expanded rapidly to over 350 Corner Bakery's. Currently the Engen Convenience Bakeries are branded as "Corner Bakery". The size and product offering of each bakery is determined by: Considering target market segments Agreeing products for segments
